Quality Analyst
Advensus · Distrito Nacional
Job description
About the role
The Quality Analyst monitors and evaluates agent performance, provides coaching, and supports program quality assurance standards to drive continuous improvement.
Key responsibilities
- Audit daily customer interactions (calls, emails, chats) for quality and compliance.
- Provide constructive coaching and feedback to agents and supervisors.
- Host weekly performance calls and lead live call listening sessions with the client.
- Facilitate role‑play coaching focused on script adherence and objection handling.
- Participate in calibration and contribute to performance improvement strategies.
- Maintain updated QA documentation and reporting.
Required profile
- Minimum 2 years of experience in Quality Assurance or Customer Service.
- Excellent verbal and written communication in English.
- Strong analytical, observational, and detail‑oriented skills.
- Solid understanding of call center metrics and QA methodology.
- Proactive mindset and ability to work independently.
Required skills
- Excel for reporting and data analysis.
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Published 13 hours ago
Expires 1 month from now
4 views · 0 interested
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Advensus
Distrito Nacional
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